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POST DATE 9/18/2016
END DATE 11/25/2016

University of California - Davis Davis, CA

Davis, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


Requisition Number:
Recruitment Open To:
UCD/UCDHS Employees and General Public
Final Filing Date
Closing Date:

Payroll Title
Number of Positions:
$5,466.67 - $10,783.33/Mo.
Appointment Type:
Appointment Description:
100%, M-F, 8-5
Overtime Eligible:
Union/HEERA Representation:
This position is not represented by a collective bargaining unit
Department Description:
Administrative Information Technology is part of the organization of Finance, Operations and Administration, managing a diverse end to end portfolio of technology services essential to the entire UC Davis campus including UC Davis Health System.
Allow Applicants to Attach:
Cover Letter Position Details

Job Summary:
Under general direction of the Administrative IT * Client Services Manager, manages the operations and staff of the Education & Systems Support (ESS) team. Serves as lead in facilitating the provision of enterprise application support and instructional services to 2600+ clients. Oversees and directs the efforts of the support team to ensure efficient, timely and professional service to clients. Includes priority setting and workflow analysis, problem analysis and resolution, staffing, and guidance in all aspects of enterprise application support.

Provides leadership in campus change management planning and campus outreach for enterprise systems projects implemented by Finance, Operations and Administration (FOA). Responsible for overseeing curriculum for and delivering different modes of training including classroom and e-learning solutions for systems under FOA. Provides expertise to functional and technical teams in the areas of testing and user interface design, assisting in determining the direction of proposed system changes. Functions as the client advocate, leading campus outreach efforts for multiple customer constituencies, including department managers, system users, and system approvers, and assist customers in determining best practices for maximizing business efficiencies and ensuring policy compliance.

Provides feedback and support to the Client Services Manager for the development, oversight, and management of client support resources; business partner agreements; department policies and practices; long-term strategies and innovation; and metrics and benchmarks for data-driven decisions and results. Physical Demands:
- Spend extended periods of time in front of a computer terminal and typing on a keyboard.
- Travel to meetings on and off campus. Work Environment:
This position will be required to work occasional overtime, holidays, evenings and weekends to avoid end-user downtime and to meet deadlines. Limited vacation usage during peak workload periods. Work in a dynamic, distracting, knowledge sharing environment.

Maintain strict confidentiality of files and data to protect privacy and rights of individuals. Employee is personally responsible for following safety guidelines and procedures.

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Additional information and specifics regarding the policy are available at Background Check Required:

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks. Yes

Minimum Qualifications:
Experience managing a technical service desk including call tracking, incident and request tracking and problem resolution, escalation and notification policies and procedures.

Experience in supervision/leadership and human resource management; skills to recruit, select, train, manage, evaluate and coach personnel. Leadership skills to implement new systems and processes that improve the overall effectiveness of the unit, and proven success training, mentoring, leading, and motivating a team.

Experience analyzing workflow and designing efficient business processes to continually review and recommend best practices.

Experience managing projects in a technical environment, including planning, analyzing, designing, construction, testing and implementation.

Experience with change management for systems and processes, including facilitating user groups; communicating user needs to technical staff in the form of design recommendations; conducting system and usability testing, interpreting results and communicating them to the technical team; managing communication to customers.

Experience in instructional design, adult learning methodology and delivery of e-learning content. -Experience with both instructor-led and independent/facilitated learning situations.

Experience producing and editing web documents using HTML, Cascading Stylesheets, and ColdFusion (CFML).

Interpersonal, verbal and written communication skills to clearly and effectively interact with a diverse group of individuals to secure and/or provide information to clarify situations, resolve problems, and negotiate services and/or agreements. Knowledge of principles and concepts to oversee solutions to complex and diverse support issues while delivering excellent customer service.

- Computer skills working with word processing, spreadsheet, presentations, call tracking, e-mail and web based applications. Preferred Qualifications:
- Knowledge of campus standards for publications and web sites, including appropriate use of trademarked and copyrighted materials.

- In-depth knowledge of FIS and its many related systems.

- In-depth knowledge of PPS, TRS, and their related systems.

- Knowledge of web design from both the technical and usability aspects.

- Knowledge of processes, policies and programs related to accounting, payroll/personnel, and time reporting practices on campus.

- Experience with a variety of e-learning and content-management software.

- Critical thinking skills to analyze complex data and develop meaningful solutions to specific problems.

- Organizational and time management skills. Quick Link To This Position:*quickFind=74642
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